CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. READ the blog Freshworks wrote about our expansion selling framework: [link]. READ our Customer Success BLOG: [link]. Learn more about EXPANSION SELLING. Learn more about Customer Success.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

FEBRUARY 20, 2020

To make the shift from reactive to proactive, SaaS companies need to evaluate their data to discover actionable insights into the customer base. Contact us at CSM Practice if you have any questions about scaling your customer success team with data, or if you have no data yet. READ our Customer Success BLOG: [link].

Analytics 52

Analytics Customer centricity Metrics Accountability 52

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. Best Practices of Customer Data Management. Here are eight best practices that you can follow to maintain data privacy (and comply with laws like GDPR) while tracking customer behaviors: 1.

Sales 62

Sales CRM Marketing Best practices 62

Amity

MAY 15, 2017

Customer Success seems to be the new “it” job in SaaS. This was back before SaaS companies were given that acronym -- they were called ASPs (Application Service Providers) back in the early 2000s. He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin.

Sales 71

Sales Consulting Consulting SaaS 71

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. The one metric that all SaaS companies look at is churn, and we look at that religiously.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. 1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014.

Sales 40

Sales Management Advertising Analytics 40

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. Blogs form a major part of our lives these days. Customer success blogs have a lot to do with customer success software and customer success association. Yes, you got it.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10